Senior Customer Support Representative - new-customer onboarding (Richmond, VA)

We are growing our team at Clearpath Rook Financial Group and adding a Senior Customer Support Representative whose main responsibility will be new-customer onboarding. Trust is the product, so accuracy and clarity matter. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including payment disputes, on the first contact when possible. • Escalate complex cases with all details attached. What we are looking for • Patience with people who are stressed or upset. • Clear spoken and written communication. • One or more years in customer service. Nice to have • Bilingual English and Spanish. • Experience with payment disputes. Working arrangement • Full-time, with a steady weekday schedule. • On site in Richmond. • Applications are reviewed on a rolling basis.